Senior Analyst - Workflows Technical

LSEG; Taguig; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare

Retirement planning

Paid volunteering days

Wellbeing initiatives

Job summary

The London Stock Exchange Group (LSEG) is seeking an Associate Frontline Support professional to join our Manila-based team. You will respond to customer inquiries, log interactions in the CRM, and escalate when necessary to resolve issues on first contact.

You will help manage data and application-related resolutions for Refinitiv products and services, track progress, and communicate status updates during outages.

Qualifications

• University degree or related discipline in information technology or equivalent qualifications.
• Experience in a customer service or contact center environment preferred.
• Knowledge of desktop SaaS offerings is an advantage.
• Ability to troubleshoot remotely on a desktop environment.
• Excellent written and spoken English.

Responsibilities

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
• Logging and classifying all calls and requests for assistance in the customer relationship management system.
• Filter and escalate enquiries relating to other aspects of the Refinitiv business to the appropriate department.
• Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services.
• Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Follow procedures to respond to issues and update customers when outages occur.
• Escalate to team leaders and other support, sales, engineering, or resolver groups as appropriate.
• Ensure customer contacts are handled in line with the Refinitiv brand and values.
• Identify recurring problems and propose improvements.
• Take on additional projects to improve team performance.
• Contribute to the Frontline Support team and its goals.

Skills

Customer service

English proficiency

Problem solving

Remote troubleshooting

Data knowledge

Education

University degree

Tools

CRM system

Job description

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
• Logging and classifying all calls and requests for assistance in the customer relationship management system.
• Filter and escalat?? enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
• Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services.
• Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
• Identify and escalations to team leader and other support, sales, engineering, or resolver groups as appropriate.
• Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
• Recognize and escale recurring problems, inferior processes, or outdated procedures.
• Accept additional projects or areas of responsibility that will improve the team’s performance.
• Proactively contribute to the Frontline Support team and the achievement of its goals.

Responsibilities

• Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
• Logging and classifying all calls and requests for assistance in the customer relationship management system.
• Filter and escalat?? enquiries relating to other aspects of the Refinitiv business and handover to the appropriate department.
• Manage the resolution process for customers relating to data and applications, and technical for Refinitiv products and services.
• Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
• Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur.
• Identify and escalations to team leader and other support, sales, engineering, or resolver groups as appropriate.
• Ensure each customer contact is handled in a manner consistent with the Refinitiv brand and values to maintain customer satisfaction and retention.
• Recognize and escale recurring problems, inferior processes, or outdated procedures.
• Accept additional projects or areas of responsibility that will improve the team’s performance.
• Proactively contribute to the Frontline Support team and the achievement of its goals.

Qualifications

• University degree or a related discipline in information technology or equivalent technical qualifications.
• Experience in a customer service or contact center environment preferred. Previous experience in the financial or IT industry is desirable.
• Knowledge of desktop offerings whether deployed or managed (SaaS) is an advantage
• Comfortability around remote troubleshooting on a desktop environment
• Expert understanding of relevant Refinitiv products and data.
• Understanding of client needs. Focus on delivering results.
• Detail orientated with sound information probing skills.
• Good problem management, troubleshooting and analytical skills
• Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment
• Proven strong customer service orientation
• Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.
• Willingness to undertake additional projects and responsibilities from time to time.
• Flexibility with work hours – including rotational shift work, plus weekends and holidays.

Career Stage

Associate

London Stock Exchange Group (LSEG) Information

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

• LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.